How to Add a Private Note to a Conversation

Notes let you leave context for your team on a conversation. They're private — the customer never sees them.

Step 1 — Turn on Note mode

In the conversation, tap the Note button above the message box. The composer switches to note mode.

Step 2 — Write and send

Type your note and send it — it appears in the thread for your team only. Tap Note again to switch back to sending normal messages.